Customer Support Agent

Role: Customer Support Agent 

BU: Windows, Doors & Glass 

Department: Customer Experience 

Location: Lisbon (Hybrid)

Full Time - Permanent - Monday to Friday: 8:30 AM – 5:00 PM Eastern → this corresponds to 1:30 PM – 10:00 PM Lisbon time

About Us 

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa. 

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. 

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology. 

About the Role 

As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for common technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem solving abilities, and a customer-focused attitude are essential for success in this role.  

Main responsibilities:   

• Offer comprehensive support via phone, email and remote access to customers;   
• Provide technical support (hardware and IT/Server/Network related) to customers; 
  • Work on the support task list in Zendesk;  
• Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics;   
• Report news or issues in team meetings or to the Team Leader;   
• Report product errors in internal tools in English;   
• Participate in team meetings and share knowledge and information.  

Required qualifications and experience:   

• Ongoing or complete bachelor's degree in IT or related fields;   
• Proven track record in a customer service role;   
• Experience with remote support tools;   
• Experience with CRM or ticket systems, preferably Zendesk;   
• Fluent in English
• Able to work flexible hours. (The role will initially be Monday - Friday but may extend Weekends later in the year)
• Experience with Microsoft Business Central (Non-negotiable) 
• ERP Support Experience 
• SQL Support Experience (Nice to have) 

Required skills and competencies:    

• Polished and professional telephone etiquette;   
• Excellent written and verbal communication abilities;   
• Strong listening and interpersonal skills;   
• Friendly and approachable demeanour;   
• Customer-focused, with patience and resilience;   
• Effective problem-solving skills;   
• Dedicated and hardworking;   
• Capable of setting an example and embodying our values;   
• Ability to work independently and as part of a team, demonstrating strong teamwork qualities.  

Working for us: 

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect. 

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth. 

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together. 

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.